Managed services
Managed IT and legal back-office administration under one contract
An Irish law firm juggled IT problems and back-office admin with no clear owner. Managed services took both on and steadied the practice.
Results at a glance
- -68%
- IT downtime
- 82%
- Helpdesk first-contact fix
- -37%
- Billing preparation time
- +240/mo
- Fee-earner hours recovered
monthly hours
The challenge
The firm ran on ageing IT with no dedicated support, so fee earners lost time to outages and slow systems. At the same time, file opening, document formatting and billing preparation were spread across secretaries with no consistent process.
Partners wanted to spend their time on client work, not on chasing IT fixes or reworking admin. They needed one accountable provider for both the technology and the back-office tasks, with confidentiality and data protection held to a professional standard.
Pain points
- IT outages and slow systems interrupted fee earners with no support desk to call
- File opening and billing preparation varied by secretary with no standard process
- Sensitive client files were stored and shared without consistent access controls
- No single provider was accountable for either the technology or the administration
Our approach
- Took over IT as a managed service with a helpdesk, monitored infrastructure and a patching and backup schedule
- Standardised file opening, document formatting and billing preparation into a documented back-office process
- Put role-based access and secure document handling in place across client files
- Data handled under UK GDPR with a Data Processing Agreement and confidentiality terms suited to legal practice
Results at a glance
The results
- IT downtime fell and fee earners had a helpdesk that resolved most issues on first contact.
- Back-office tasks followed one documented process, so billing preparation was faster and more consistent.
- The firm had a single accountable provider for both technology and administration.
We stopped firefighting our own IT and our billing runs are predictable now. One team owns both, so we get on with client work.
Common questions
Yes. The managed service takes on the IT helpdesk and infrastructure alongside file opening, formatting and billing preparation, with one point of accountability.
These are representative engagements. Client identities are anonymised and the metrics are illustrative of the type of results this work delivers, not audited figures for a named client.
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Six-hour response. UK GDPR compliant. Named UK accountability.